Technical Support Engineer - NMR

Overview

Materials Analysis is an Oxford Instruments Business Unit that manages our Electron Microscopy and Mechanical Microscopy products, Atomic Force Microscopes, Raman Microscopes and Benchtop NMR Products. We are part of the wider Oxford Instruments Group that also includes Andor Technology, NanoScience, Plasma Technology and X-Ray Technology. With a sixty-year history, and fourteen Queen’s Awards for Enterprise, our world-class products and technologies are helping our customers to address the greatest challenges of the 21st century.

Technical Support Specialist – NMR to join our technical support team in High Wycombe. In this role you will be required to provide expert-level technical support and training across our NMR product lines. This role involves acting as the primary technical and applications resource for customers, field support engineers, and distributors. You will travel internationally to deliver onsite support for complex technical escalations and specialised training sessions. The ideal candidate will be highly self-motivated, possess exceptional problem-solving capabilities, and be ready to contribute to our global technical support helpdesk.

Location: We are based in High Wycombe (Cressex) and have hybrid working, which is 3 days in the office, with 2 days at home. Our working week is 37 hours, with flexible working hours and 12:30 Friday finishes.

What’s in it for you?

Wellbeing–

• Annual leave: 25 days plus bank holidays and the option to purchase up to 12 weeks more

• Employee Assistance Programme; including 24/7 telephone support, access to counselling, financial and debt management and access to trained legal advisors
• Private health insurance, dental insurance and life assurance

Money & lifestyle –

• MyDiscounts; save money with a number of leading retailers

• Car salary exchange scheme: sacrifice part of your salary in exchange for a fully serviced, comprehensive insured electric or hybrid vehicle
• TechScheme and CycleScheme: Purchase a bike and/or Tech or home goods from Currys/IKEA and spread the cost over 12 months.
• Pension; all employees are eligible to join the Group Pension Plan administered by AVIVA.
• Share incentive plan: Invest in your future and share in the success of the company by joining the share incentive plan.

Development –

• Encouragement and support to achieve professional and or academic qualifications to support your development and growth
• Defined career paths and regular reviews

This role would be ideal for you if…

• You have experience of NMR hardware and theory
• Thrive solving complex problems
• Enjoy designing and delivering training
• Have a relevant Engineering or Science degree

Responsibilities

• High level onsite technical support for critical customer escalations and first-time installations of new products.
• Act as a primary technical support contact for the product range. Accepting customer telephone calls, logging problems, attempting to resolve problems over the telephone and by using remote control techniques.
• Receiving all initial calls in a positive, helpful and constructive manner and to communicate with the customers in a timely manner concerning the status of problems to ensure customer dissatisfaction does not occur.
• Support field engineers and distributors when they are at the customer site with technical and training queries.
• Provide face to face and remote training for Engineers and Customers.
• Develop and roll out training products to customers, engineers and distributors.
• Promotion and delivery of onsite consultancy and training services.
• Take ownership of customer problems and liaise with internal departments to resolve issues, escalating issues to the technical support manager as required.
• Prepare troubleshooting guidelines/digital support products for engineers and customers.
• Develop and maintain records of problems and solutions using “knowledge centred support” methodology.
• Follow up with customers to ensure smooth equipment operation, including participation in surveys relating to CS and product performance.
• Input into new product development (NPI), ensuring that both current and future needs of the support organisation are fully considered in new product design.
• Produce Product release materials to ensure the global team are up to speed with new products as they are released, and the appropriate support polices are written and published.
• Liaising with development groups in the writing and testing of installation procedures for new or updated equipment.
• Proactively manage EoL via tech support and onsite service channels.
• Promote a positive image of Oxford Instruments Materials Analysis / Customer Support in all communications, whether in person, by telephone or written.
• Advise customer on availability of instrumentation related options, upgrades and support contracts to keep the customer up to date and satisfied and optimise service revenue streams.
• Liaise with the manufacturing department to ensure availability of parts to cover both routine and emergency situations and liaise with the local global offices to ensure stock levels are appropriate.

Next steps

If you’d like to learn more before applying, or have any questions please contact the email address above. Applicants will be reviewed as quickly as possible, with successful applicants being invited to a Teams call to learn more about the role.

Equal opportunities and reasonable adjustments

Oxford Instruments is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Oxford Instruments is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment. Please get in touch if you require any reasonable adjustments within the interview process.